Are you seeking to advance your international career? Look no further!

Our company, a GPTW-certified organization, specializes in partnering with American software product companies to expand their development capabilities by leveraging elite Brazilian talent. Our uniquely tailored approach combines staff augmentation and employer-of-record services to optimize LATAM strategies. One of our esteemed clients operates a cutting-edge SaaS platform situated at the crossroads of cloud cost management evolution and FinOps.

This company collects and organizes billing and usage data from various cloud, SaaS, and PaaS providers in real-time according to clients' business structures. By offering customers detailed visibility and insights at various levels, it enables them to make well-informed decisions.

Looking to propel your international career while contributing to a groundbreaking enterprise? Apply now for this exceptional opportunity.

Responsibilities:

Act as the primary technical contact for customer-reported issues related to the CloudZero product suite, encompassing integrations with AWS, GCP, Azure, MongoDB, and Datadog
Develop expertise in cloud cost sources and the FinOps/cloud cost management domain
Manage a structured support queue, prioritize urgent matters, uphold SLAs, and mentor colleagues on queue management practices
Identify, document, and escalate bugs in collaboration with Product and Engineering teams
Lead customer communications and internal coordination during major incidents to ensure timely updates and resolutions
Collaborate with cross-functional teams to advocate for customer requirements and enhance the product experience
Drive projects aligning with team, department, and company objectives
Provide guidance to team members through training and hands-on support

Requirements:

Mandatory Skills:

Proficiency in Advanced/fluent English
4+ years of experience in senior technical support or support engineering associated with B2B SaaS products
Hands-on expertise supporting cloud services, especially AWS, with knowledge in GCP and Azure
Familiarity with support tools such as browser developer tools, logs, and management tools like Datadog or New Relic
Ability to query relational databases (e.g., SQL) for troubleshooting and analysis
Experience troubleshooting API calls and scripts, particularly in Python
Strong written and verbal communication skills for different audiences
Exceptional problem-solving abilities, attention to detail, and multitasking skills
Comfortable aligning with the US East Coast time zone

Nice to have:

Familiarity with GCP and Azure

Perks and Benefits:

Engage in a product-driven environment equivalent to full-time employees
Access comprehensive back-office support including career guidance and concierge services
Embrace a remote-first policy within a distributed team
Receive a dedicated MacBook for work
Opportunity for growth and networking with tech professionals through various avenues
Enhance English communication skills through free lessons with native speakers
Enjoy candidate referral rewards and office perks at our headquarters in Florianópolis

Process:

Initial discussion with a Tech Recruiter
Interview with Tech Recruiter for specific job insights
Client process (may vary)
Job offer.

Ready to take your career to new heights? Join our team and embark on an exciting journey towards professional excellence!

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